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If there's a problem with your order, often the first step is to contact the seller and try to work things out. Here are some of the most common issues and how to resolve them.
If you didn't receive an item, check the tracking as it may still be in transit, or contact the seller to ask about the status. You can report the item as not received up to 30 days after the estimated delivery date.
If the seller hasn't responded within three business days or you can't agree on a resolution, go to your purchase history, find the item and select Ask eBay to step in. We'll make a decision within two business days. You've got 30 days from the date you reported the item to ask us to step in.
If the item doesn't match the listing description, you can contact the seller and try to work things out, or return the item for a refund.
If the seller doesn't respond within three business days or you can't agree on a resolution, you can go to your purchase history, find the item and select Ask eBay to step in. We’ll make a decision within two business days. You have 30 days from the date the return request was opened to ask us to step in.
You can contact the seller and provide proof of payment. If they still refuse to send the item, report it to us so we can help you resolve the issue.
If the seller opened an unpaid item case against you, but you paid for the item or have cancelled the order, you can appeal. Once we verify your information, we’ll remove the unpaid item from your account.
If you haven't paid for the item, you can agree with the seller to cancel the order.
If you paid for the item, the seller must refund the full amount within 10 business days. If you don't receive the refund on time, report it to us so we can help you resolve the issue.
If you see an item that's not allowed on eBay or if you believe another member is violating our policies, please report it to us. Examples of behaviour that violate our policies include misrepresenting identity, and creating an account with false information to avoid restrictions or limits.
We take all reports seriously and will carry out a thorough investigation before taking the appropriate action. To protect the privacy of our members, we're unable to inform you of any actions we may take against another member.
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